The Following Is a Sample of a Basic Service Level Agreement (SLA) for the Desktop Computing

SLA Example

The following is a sample of a basic Service Level Agreement (SLA) for the Desktop Computing Service. The first incarnation of an SLAshould be basic, only covering the essential details. Keep in mind that the SLA is a customer document, and should be kept free of technical jargon.

The diagram below shows this SLA, Woodgrove Bank – Desktop Computing, as being the primary node in working with the end users. This SLA is in place to ensure the end users receive prompt and accurate desktop support. The overall usability of the desktop is ensured through this SLA, however, supporting services funnel to this node from OLAs covering Desktop Hardware, Messaging, Directory, Line-Of-Business (LOB) applications, and Networking. Within the example SLA, you will find references to these OLAs.

Woodgrove Bank

Service Level Agreement [Sample]

Desktop Computing Service

Revision: 1.0

Created: 17 May 2007

Reviewed: 17 May 2007

SERVICE LEVEL AGREEMENT FOR THE DESKTOPCOMPUTING SERVICE

Provider: ______

Provider Signature: ______Date: ______

Customer: ______

Customer Signature: ______Date: ______

The agreement covers the provision and support of the DesktopComputing Service which provides the computer hardware for desktop and mobile computing, as well as the software and access to the infrastructure and other services in the service catalog. This service will be provided to the Customer above.

This agreement remains as valid until revised, and will be reviewed annually, with further reviews in the case of a breach of this agreement. There is a section for mutually-endorsed minor changes at the end of this document.

Service Description

The DESKTOP COMPUTING SERVICE consists of the hardware, software and supporting infrastructure for end-user personal computers running Microsoft’s Windows Vista operating system. The basic installation includes the hardware itself, Windows Vista Business edition, the 2007 Microsoft Office suite, access to other internal services, as detailed in ancillary agreements, as well as limited support for the public Internet.

Service Support Hours

Customers can expect support for the service to be available during all regular business hours, as well as extended hours during tax season (closest weekdays around April 7-21). All times listed are for Pacific Time.

Regular hours: Monday - Friday, 8:00 AM-5:00 PM

Extended hours: Monday - Friday 7:00 AM-7:00 PM, Saturdays 9:00 AM-2:00 PM

Support cannot be expected on weekends or on all holidays which the bank observes.

Additionally, the hours of 4:00 PM-6:00 PM on the first Sunday of every month are reserved for system maintenance, and prior notification (one week or greater) will occur if the service will be out during those times.

If these detailed service times are found to be unacceptable, the Customer may request an SLA review for re-evaluation.

Customer Support

The point of contact for users will be through the Service Desk.

Internal web:

Phone: x2911 or 206-555-2911

Email:

Outside of normal operating hours, the following email will be monitored:

If all service desk agents are unavailable, an effort to return all messages (with a telephone call) within 10 minutes will be made. More than 99% of all service desk contacts will be handled within 10 minutes of message receipt.

Incident resolution will happen 95% of the time in fewer than 2 hours for nominal incidents, and 30 minutes for complete outages of the service.

Service Availability

Desktop Service is required along with Network/Intranet for access to other services. Required availability for these services is 99.5% uptime, not counting planned maintenance times.

The 99.5% availability metric will be measured by a rolling 6-month period.

Reliability

The service is guaranteed not to break more than 3 times per year. A break is defined as the loss of access to a vital business function.

Service Performance

Designed for high performance, the user must not wait for response by the desktop to an input formore than 2 minutes out of any 5 minute window. Any failures must be reported to the Service Desk for incident resolution.

Change Management Procedures

Any proposed changes by the Customer must be submitted through the Service Desk for review. A notice of acceptance/denial and reason for such must be within 5 business days of the next CAB meeting for Normal changes, or 3 days for Standard changes. Emergency changes will be dealt with immediately by the Service Desk Manager.

IT Service Continuity

In the case of a major catastrophe with hardware loss, desktop machines and infrastructure will be leased from various providers. If such a case occurs, relocation of offices will likely also be necessary. Details for business continuity will be provided in such an event.

Security

Strong passwords must be used to access all IT services, including desktop logon. These will be enforced through Vista’s Group Policy features. Strong passwords are defined as being having more than 8 characters, not matching standard “dictionary” definitions, and having at least 3 of the following 5 characteristics:

•1 or more capital letters

•2 or more numbers

•1 or more punctuation marks

•1 or more symbols

•Fewer than 3 of the same characters consecutively

Also provided with the Desktop Service will be anti-virus, spyware/malware protection, and firewall protection.

Charging

There will be a flat fee of $700 per desktop per year for hardware provision, software, support and maintenance of the service.

Rebates of $50 per hour per PC for outages beyond the agreed levels will be provided.

Service Reviews

Reviews of the service will be conducted by Service Level Management in conjunction with the Customer at least annually, as well as after a major outage or change.

Addendums/Minor Changes